These Terms of Service (Terms) apply to your access to and use of the Massage Ticket website, mobile applications and related services (together, the Platform).
The Platform is operated by Massage Ticket Pty Ltd (ABN 90 693 824 770) trading as “Massage Ticket” (we, us, our). By accessing or using the Platform, you agree to be bound by these Terms, our Privacy Policy, and any other policies or guidelines published on the Platform from time to time.
If you do not agree to these Terms, you must not use the Platform, create an account, make a booking, or otherwise access or use our services.
1.1 Massage Ticket Pty Ltd (ABN 90 693 824 770) trading as “Massage Ticket” (we, us, our) is an online booking and technology platform that connects customers (Customers, you) with independent massage therapists (Therapists) across Australia.
1.2 We do not directly provide massage or wellness services. All massage and wellness services, including remedial massage and other therapeutic treatments (Services), are provided by qualified third-party Therapists who are not our employees. Therapists operate as independent contractors or self-employed providers.
1.2A Massage Ticket acts solely as an intermediary platform connecting independent massage therapists with clients. We do not employ, manage, supervise, or guarantee the conduct, qualifications, insurance coverage, or quality of any services provided by a Therapist. All treatment-related matters are the sole responsibility of the independent Therapist engaged by the Client.
1.3 Through the Platform you may:
1.4 We provide separate mobile applications for Customers and Therapists. Both parties interact, accept, manage, and complete bookings solely through the Platform.
1.5 Our business model operates on a commission basis. For each completed booking, we collect a platform commission, and the remaining portion of the booking amount is remitted to the Therapist in accordance with our commercial arrangements with them.
1.6 For the purposes of these Terms, a booking is considered confirmed (“Booking Confirmation”) at the point when payment for the Services has been successfully completed through the Platform.
2.1 You must be at least 18 years of age and have the legal capacity to enter into a binding agreement to use the Platform and make bookings.
2.2 To submit a booking request, you must create and register a Customer account via the Customer mobile application. You agree to:
2.3 You are responsible for maintaining the confidentiality and security of your account credentials, including your login ID and password. You must not share your login details with any other person. You are responsible for all activity that occurs under your account, whether or not such activity is authorised by you.
2.4 You must notify us immediately if you become aware of any unauthorised use of your account or any other breach of security.
2.5 We may, at our sole discretion, suspend, restrict, or terminate your account or access to the Platform at any time if we believe you have breached these Terms, engaged in inappropriate conduct, or for any other reason we reasonably consider necessary to protect the Platform, other users, or our legitimate business interests.
3.1 All booking requests, allocations, confirmations and cancellations must be made through the Platform. You must not make bookings or payments with Therapists directly outside the Platform for Services that are offered through Massage Ticket.
3.2 When you submit a booking request for a massage ticket through the Platform, your booking will follow the status flow below. No amount is deducted from your Balance until after a Therapist has accepted the request and you have completed payment. All steps are processed and visible within the apps:
3.3 A booking is not confirmed until it reaches the “Booked” status. A booking will only reach the “Booked” status after:
Before a booking is confirmed, the Therapist’s availability cannot be guaranteed and no payment is taken from your Balance.
3.4 By completing payment and confirming a booking through the Platform, you acknowledge that you have reviewed the relevant service details, including the selected service type, pricing, duration, location, and applicable terms, and you agree to proceed with the booking on that basis.
3.5 Massage Ticket will send you notifications (push notifications and/or email) to confirm booking status changes, including booking confirmation, changes or cancellations.
3.6 Once a booking has been confirmed (“Booked” status), a private in-app chat feature is automatically enabled between the Customer and the allocated Therapist. This chat allows both parties to communicate directly regarding the confirmed booking (for example: access instructions, preparation questions, parking, or treatment preferences).
3.7 The chat feature is available only for active confirmed bookings and will automatically close when the booking is marked “Completed”. After completion, both parties will no longer have access to send new messages in that chat thread.
3.8 All chat messages are securely stored by Massage Ticket in our database for record-keeping, service quality, and dispute resolution purposes, in accordance with our Privacy Policy. These communications are not publicly visible and are accessible only by the Customer, Therapist, and authorised administrative personnel (when necessary for investigation).
4.1 Massage Ticket is a professional massage services platform that connects Customers with qualified Therapists for a range of massage services, including therapeutic, remedial, and relaxation treatments. The Platform is intended to support legitimate, professional massage services delivered in a safe and respectful manner.
4.2 Services offered via the Platform may include, but are not limited to:
4.3 All Services are provided by independent Therapists based on their own qualifications, registrations and professional judgement. We do not warrant or represent that any particular treatment is suitable for you or that any specific outcome will be achieved.
4.4 By completing the payment and confirming a booking through the Platform, you acknowledge and provide your initial consent to receive the selected massage service. Before any treatment begins, the Therapist should explain the proposed treatment approach and confirm your informed consent, which you may withdraw or modify at any time, including during a session.
4.5 If at any time you feel uncomfortable, unsafe, or you do not understand the treatment, you must notify the Therapist immediately and may request that the treatment stop.
4.6 The communication tools (including chat and notifications) provided by the Platform are to be used strictly for professional, booking-related discussions. Any misuse or inappropriate communication (as defined in clause 8) is prohibited and may result in suspension or termination of your account. Where required by law, Massage Ticket may also cooperate with relevant authorities.
5.1 Massage Ticket does not collect, store, or manage client medical history, treatment notes, or clinical records as part of the Platform.
5.2 For certain Services, the independent Therapist may request that you complete a client history form, screening questions, or provide relevant health information directly to them in person prior to or at the time of treatment. Any such information is collected, used, and stored solely by the Therapist in accordance with their professional obligations and applicable laws.
5.3 The Therapist is solely responsible for obtaining your informed consent, assessing your suitability for the selected Service, and determining the appropriate treatment approach based on your disclosed information and professional judgement.
5.4 You acknowledge that Massage Ticket does not have access to, and is not responsible for, any client history information, treatment records, or clinical documentation collected or maintained by a Therapist.
5.5 You are responsible for providing accurate and complete information to the Therapist during any client history intake or consultation. Massage Ticket is not responsible for any issues arising from inaccurate, incomplete, or withheld information provided directly to a Therapist.
6.1 (Real-time Tracking) For confirmed home-visit or on-site bookings, and only when a Therapist is travelling to your nominated address, the Platform may collect and process location data from the Therapist’s mobile device. This is to display the Therapist’s approximate, real-time location to you via the Platform.
6.2 (Purpose of Use) This feature is provided solely to facilitate the booking, improve user safety, and assist with logistics and dispute resolution. Location information is visible only in connection with the relevant booking and is shared only between the Customer, the allocated Therapist, and authorised administrative personnel where reasonably necessary.
6.3 (Duration and Retention) Location sharing is active only while the booking is in a relevant status (e.g., “Coming”) and will cease once the booking is marked “Completed”, “Cancelled”, or otherwise closed. We may retain location-related records only as reasonably required for record-keeping, safety audits, or legal purposes in accordance with our Privacy Policy.
7.1 Each massage ticket or service has an associated price. The final price for a booking may depend on factors such as:
7.2 All payments are processed in Australian dollars (AUD) through Stripe, including Link and any other secure payment methods supported by the Stripe platform as we may nominate from time to time.
7.3 Customers can top up their Massage Ticket Balance via Stripe, including its secure checkout service, Link. Once funds are credited to your Balance:
7.4 Massage Ticket does not store your full credit card details. All card data is encrypted and securely processed by Stripe or through its Link service, which allows you to store and reuse your payment information in accordance with their global security standards.
7.5 A booking becomes confirmed (“Booked” status) only when:
No charge will be made to your Balance unless and until both of these conditions are met.
7.6 If a payment attempt fails (for example, due to insufficient Balance or bank decline), your booking will not be confirmed and you will be notified via the Platform.
7.7 A maximum limit of AUD $999 applies to each single Stripe transaction. If this limit changes, updated details will be made available on the Platform.
7.8 If Massage Ticket permanently ceases operating and is no longer able to provide access to the Platform or to honour bookings, we may, acting reasonably and subject to applicable law, refund any unused Balance (less any outstanding fees or charges) to your original payment method or another reasonable payment method nominated by you.
8.1 Booking status and payments
Before a booking is confirmed as Booked, no payment is taken and no pre-authorisation is made. Users may cancel a booking request at any time prior to the booking being confirmed as Booked, without charge.
8.2 User cancellations after booking is confirmed
Once a booking has been confirmed as Booked, the following rules apply, unless a refund is required under applicable law (including Australian Consumer Law):
8.3 Circumstances treated as chargeable no-shows
Without limiting clause 8.2(b), you may be charged the full service fee (with no refund or balance credit) if any of the following occur:
8.4 Therapist cancellations
Therapists are expected to honour all confirmed bookings. A Therapist must not cancel a confirmed booking within twenty-four (24) hours of the scheduled start time except in cases of genuine emergency or force majeure (including sudden illness, accident, or events beyond reasonable control). Inappropriate cancellations or failure to attend may affect the Therapist’s continued access to the Platform.
8.5 Therapist unable to fulfil the booking
If a Therapist is unable to fulfil a scheduled booking (in whole or in part), the Platform will attempt to re-allocate the booking to another suitable Therapist. If no replacement Therapist is available, you may choose to:
8.6 Balance credits and fees
All refunds under this clause are provided as credits to your in-platform Balance only, unless otherwise required by law. There are no non-recoverable platform or processing fees associated with booking requests or confirmed bookings.
Platform or payment processing fees may apply only when you add funds to your Balance via third-party payment providers (such as Stripe). Such fees are separate from booking cancellations and are governed by the applicable payment provider terms.
9.1 Massage Ticket maintains a strict professional and safety standard for all services provided through the Platform. You must treat Therapists with respect and must not engage in any behaviour that is inappropriate, unsafe or unlawful.
9.2 You must use the chat feature respectfully and solely for matters related to your confirmed booking. Any messages containing harassment, solicitation, threats, or inappropriate content will constitute a breach of these Terms.
9.3 The following is strictly prohibited:
9.4 Massage Ticket reserves the right to monitor or review chat logs for the purpose of investigating misconduct or safety concerns. Where misuse is identified, we may remove, restrict or suspend access to the chat feature or to the Platform, and may take further action as reasonably necessary, including reporting serious misconduct to relevant authorities or pursuing legal remedies where appropriate.
9.5 If a Therapist reasonably believes that your behaviour is inappropriate or unsafe, they may immediately stop the session, mark the booking as completed or cancelled for safety reasons, and leave the premises. In such cases you may not be entitled to any refund and your account may be reviewed or suspended.
9.6 Similarly, if you believe that a Therapist has engaged in inappropriate, unsafe or unprofessional behaviour, you should stop the session, ask the Therapist to leave, and contact us as soon as possible. In an emergency you should always call 000.
9.7 We operate a zero tolerance policy for harassment, sexual misconduct, discrimination, violence and serious unprofessional conduct by both Customers and Therapists. We may suspend or terminate any account and, where appropriate, refer matters to the relevant authorities.
10.1 All important booking updates, including confirmations, changes and cancellations, are communicated via:
10.2 The in-app chat communication described in clause 3.5 forms part of our official communication tools. You acknowledge that while we facilitate this communication, we are not responsible for the accuracy, completeness, or timeliness of any message exchanged between a Customer and Therapist.
10.3 We may, without notice, disable chat access if a booking is cancelled or completed, or if either user’s account is suspended.
10.4 You are responsible for ensuring that your contact details are correct and that you can receive notifications. Failure to read or receive a notification will not invalidate a booking or any applicable fees if the notification was sent correctly by the Platform.
10.5 We provide “Help” and “Contact Support” features within the Platform to allow both Customers and Therapists to contact us by email. We endeavour to respond to legitimate enquiries within 24 hours (excluding weekends and public holidays), but do not guarantee any specific response time or a particular outcome.
11.1 Our website is a simple landing and information page. All core booking, payment and account functions are provided through the customer and therapist apps.
11.2 We take reasonable steps to keep the Platform available and functioning. However, we do not guarantee continuous or uninterrupted access and may suspend, withdraw or restrict parts of the Platform to perform maintenance, fix issues or for other operational reasons.
11.3 To use the Platform, you must have a compatible device, an active internet connection and the necessary software and settings. You are responsible for any data or connectivity charges incurred in using the Platform.
12.1 You acknowledge and agree that Therapists are independent contractors, not employees, partners, agents or representatives of Massage Ticket. We do not control how Therapists deliver the Services and we are not responsible for their acts or omissions.
12.2A Massage Ticket is not liable for any injury, loss, or damage arising from services provided by independent Therapists. All treatments are performed under the sole responsibility of the Therapist. Massage Ticket provides only the technological platform to facilitate booking, payment, and communication between Customers and Therapists.
12.2 To the maximum extent permitted by law, we will not be liable for any loss, damage, injury or claim arising from:
12.3 Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy conferred on you by the Competition and Consumer Act 2010 (Cth) or any other applicable law that cannot be excluded, restricted or modified by agreement.
12.4 Where our liability under any non-excludable guarantee or other law cannot be excluded but can be limited, our liability is limited, at our option, to:
12.5 To the extent permitted by law, we are not liable for any indirect, incidental, special or consequential loss or damage (including loss of profit, revenue, data or reputation), even if we have been advised of the possibility of such loss or damage.
12.6 We are not responsible for the content or consequences of communications exchanged through the in-app chat between Customers and Therapists. However, we reserve the right to review chat logs when a complaint, safety concern, or legal obligation arises.
13.1 You agree to indemnify and hold harmless Massage Ticket, its owner, officers and personnel from and against any claims, demands, actions, liabilities, costs, damages or expenses (including reasonable legal fees) arising out of or in connection with:
14.1 This Reimbursement Policy sets out when you may be entitled to a refund or credit in relation to a booking made through the Platform.
14.2 This Policy should be read together with Part 1 of these Terms. If there is any inconsistency, applicable consumer laws and any specific refund rights under those laws will prevail.
15.1 If a booking request cannot be confirmed because no Therapist accepts your request, or if the request remains unallocated by the start of the requested booking window, the booking request will automatically expire.
15.2 As payment is only processed after a Therapist has accepted your request and you have completed payment through the Platform, no charges will be applied to your Balance or original payment method for any unconfirmed or expired booking requests.
16.1 If a Therapist fails to attend the nominated property or agreed location at the scheduled time, or does not materially deliver the booked service, you should notify us as soon as reasonably possible.
16.2 We may review information provided by you and the Therapist, together with relevant Platform records (including booking status changes and location tracking data where applicable), to assess what occurred.
16.3 Where we determine, acting reasonably, that the Therapist failed to attend or failed to materially deliver the booked service, we may approve a refund of the relevant booking amount, which will be credited back to your Massage Ticket Balance.
16.4 Any refund approved under this clause will be issued as a Balance credit only. No cash refunds or refunds to an original payment method will apply, except where required by law.
16.5 We aim to process any approved Balance refund within forty-eight (48) hours of making our decision. The timing of when the credit becomes visible in your account may vary depending on system processing.
17.1 As set out in clause 7, the following cancellation rules apply to all confirmed bookings:
17.2 We reserve the right to decline a refund where:
18.1 If a technical or payment processing error on our side results in you being incorrectly charged, we will promptly investigate and, where appropriate, arrange a refund or adjustment. Unless we are required by law or we expressly determine otherwise, any such refund or adjustment will be made to your Balance rather than to your bank account or card.
18.2 We are not responsible for errors made by third-party payment providers or your bank, although we will cooperate reasonably to assist in resolving such issues.
18.3 We do not control and are not responsible for any fees charged by your bank, card issuer, or payment provider.
18.4 If Massage Ticket permanently ceases operating and is no longer able to provide services through the Platform, we may, acting reasonably and subject to applicable law, refund any unused Balance (less any outstanding fees or charges) to your original payment method or another reasonable payment method nominated by you.
19.1 Our Platform (including our mobile applications and any associated websites) contains intellectual property owned by us and by third parties, including but not limited to text, graphics, logos, icons, images, audio and video clips, software and code.
19.2 We and our licensors retain all rights, title and interest in and to the Platform and its content. Nothing you do on or in relation to the Platform transfers to you any ownership in our intellectual property rights.
19.3 You must not, without our prior written permission:
20.1 Information made available through the Platform is provided for general information purposes only. While we aim to keep information accurate and up to date, we do not warrant that it is complete, reliable, current or error-free.
20.2 The Platform may contain links to or integrations with third-party websites, applications or services. These are provided for convenience only. We do not control, endorse or approve the content, policies or practices of any third parties and are not responsible for them.
20.3 When you access third-party services through the Platform, you do so at your own risk. We encourage you to review the applicable terms and privacy policies of those third parties.
21.1 You may be able to post reviews, ratings, comments or other content about Therapists, services, or your experience with the Platform.
21.2 When posting content, you must ensure that your contributions are honest, fair and lawful. You must not post content that is: (a) defamatory, false or misleading; (b) threatening, abusive, harassing or hateful; (c) obscene, offensive or discriminatory; or (d) spam or unrelated to the services.
21.3 We may, at our discretion, remove or edit any content that we consider to breach these Terms or to be otherwise inappropriate. We may also restrict your ability to post content in the future or suspend your account.
21.4 By posting content on the Platform or our social media pages, you: (a) grant us a non-exclusive, royalty-free, perpetual, irrevocable, worldwide and fully sublicensable licence to use, reproduce, modify, adapt, publish, translate, distribute and display such content in any media; and (b) represent and warrant that you have all necessary rights to grant this licence and that our use of the content will not infringe the rights of any third party.
21.5 You acknowledge that we are not the author of content posted by other users or third parties and we do not endorse or guarantee the accuracy of any such content. We are not liable for any content posted by users or third parties.
22.1 We take reasonable steps to keep our website and Platform secure and free from viruses and other harmful code. However, we cannot guarantee that the Platform will always be free of such risks.
22.2 You are responsible for protecting your own devices and systems against viruses and malicious code. We are not liable for any loss or damage caused by viruses, malware or other harmful material that may infect your equipment or data due to your use of the Platform.
22.3 To protect yourself against potential fraud or unauthorised payment requests, you should verify that any communications purporting to be from us are genuine. When in doubt, contact us using the details on our official website.
22.4 We are not responsible for losses resulting from payments made to incorrect accounts or fraudulent parties where you have not taken reasonable steps to verify requests.
23.1 You are responsible for keeping your account login details confidential and for restricting access to your devices so that others cannot access your account.
23.2 You accept full responsibility for all activities that occur under your account or password. If you suspect that your account has been compromised, you must notify us immediately.
23.3 We may suspend or terminate your access to the website or Platform, or close your account, at any time and at our absolute discretion if we reasonably believe that you have breached these Terms or engaged in conduct that may harm the Platform or other users.
24.1 We and the Therapists will not be liable to you for any delay or failure to perform our obligations under these Terms if such delay or failure is caused by events beyond our reasonable control, including but not limited to: (a) fire, flood, storm, earthquake or other natural disasters; (b) pandemic, epidemic or public health emergency; (c) war, civil unrest, terrorism or other acts of violence; (d) strikes, lockouts or industrial disputes; (e) interruption or failure of utilities, internet or telecommunications services; (f) breakdown of systems or equipment; or (g) any other event or circumstance beyond our reasonable control.
24.2 If a force majeure event occurs, we may suspend or cancel affected bookings and will use reasonable efforts to notify you. Where bookings are cancelled due to force majeure, refunds or credits (if any) will be determined in accordance with applicable law and our then current policies.
25.1 These Terms are governed by the laws of Queensland and, where applicable, the laws of Australia.
25.2 You and we submit to the non-exclusive jurisdiction of the courts of Queensland and the courts of Australia that may hear appeals from those courts in respect of any proceedings arising out of or in connection with these Terms or your use of the Platform.
26.1 We may change, modify or update these Terms from time to time. Any changes will be effective when the updated Terms are published on our website or within the apps.
26.2 It is your responsibility to check the Terms periodically. By continuing to use the Platform after we publish updated Terms, you agree to be bound by those updated Terms.
27.1 If any provision of these Terms is held to be invalid, illegal or unenforceable, that provision will be severed and the remaining provisions will remain in full force and effect.
28.1 These Terms, together with our Privacy Policy and any other policy or document expressly incorporated by reference, constitute the entire agreement between you and us regarding your use of the Platform and supersede any prior understandings or agreements, whether written or oral.
End of Document.